The Tier 2 Solution Support Specialist plays an integral technical role in the Convercent customer experience. This critical role is integral in our success and we are looking for a “SUPERSTAR” to fill this position. On top of meeting the qualifications for the position, the ideal candidate will be ready to work hard/play hard in a fast-paced, entrepreneurial environment. This position reports to the Manager of Customer Support.

Responsibilities include, but are not limited to:

• Ensure delivery of a first class, genuine and personalized customer support experience.
• Responsible for completing customized on-boarding/maintenance configuration work.
• Act as a technical point of contact for the Customer Success Managers along with assisting/performing advanced configuring/training. Include SCORM, SSO, and data migration consulting/support.
• Serve as the liaison between customers and internal teams communicating new business requirements and technology enhancement requests for improved customer experience.
• Participate in quality assurance and testing activities for future product releases.
• Supporting and offering world class customer service to our clients via our support ticketing system and phone.
• Partnering well across departments, thinking creatively, and problem-solving.
• Will be a technical subject matter expert on all things Convercent and will partner with our client’s technical departments/personnel as it relates to planning and strategy discussions.
• Must have a deep understanding of the application configuration and how the product behaves under different scenarios.

Desired Skills & Experience:

• 5+ years of help desk support and customer facing experience with an enthusiasm for technology and demonstrated high technical aptitude.  
• 2+ years of Tier 2 software support experience.
• Experience with SSO configurations a plus.
• Prior experience in SaaS/Software industry required.  
• Operate with a sense of urgency and strong attention to detail.
• Passionate about customer service and utilizes empathy to understand customer needs.
• Experience with help desk ticketing systems--Zendesk a plus
• Experience with Visual Studio a plus.
• Excellent communication, interpersonal, verbal and eloquent writing skills.
• A passion for learning and a willingness for taking on new challenges.
• Ability to multitask and a desire to work in a fast-paced environment.
• Experience in creating customer-facing support resources/documentation.
• Reporting and Analytics experience is a plus.
• Understanding of Information security, data load API architectures, and Microsoft technologies preferred.